HEALTH CONSUMER DIVERSITY AND ITS IMPLICATIONS-中国期刊网

摘要 Healthcareconsumersnolongerwanttobepassivereceiversoftreatmentandcare,theywanttobetohealthinformation,thankslargelytotheInternet,andactivehealthconsumerorganizationshaveprovidedconsumerswithenablingindependenthealthinformation.Individualconsumersarealsomorewillingtoenterintoadialogue,participateandinfluencedecisionsconcerningtheirowncare.Atthesametimetheconsumerrolebecomesmorediverse.Populationsinmanycountriestodayareculturally,socially,anddemographicallydiverse.Understandingconsumerdiversityisoneofthegreatestchallengesfacinghealthcareproviders.Thereisariskthatthequalityofhealthcareprovidedtoconsumerscanvarydependingontheskillsoftheprofessionalstoruneintothevaluesandpreferencesoftheindividualconsumer.Healthcareprovidersneedtolistentoandincorporateconsumers'experiencesintotheirhealthserviceofferingsinnewandcreativeways.Theyneedtoengageinadialoguewithvariousconsumergroupsusingmultiplechannels.Thereisaneedforanewbusinesslogic,whichwouldstructurallyhelptheproviders,onanindividualbasistodealwithmoresophisticatedhealthcareconsumers.Thisisareviewpaperandprovidesaframeworkandasetofstrategiesfordealingwithhealthconsumerdiversity.Wedrawonthreeinterrelatedtheories-opensystemstheory,servicemanagementresearchandtheconceptofconsumersegmentationtounderstandhealthcareconsumers'attitudesandbehaviour,andtheirexpectations.

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HEALTH CONSUMER DIVERSITY AND ITS IMPLICATIONS

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HEALTH CONSUMER DIVERSITY AND ITS IMPLICATIONS

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